What is the trouble with troubleshooting self service?

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by

Sanjay Bajaj
in

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Troubleshooting calls make up some of the highest time consuming calls (read “cost”) handled by your support organization and require the most trained, scarce & expensive resources to address. And yet, most troubleshooting handled by support desks is repetitive in nature. Organizations create articles and guides documenting troubleshooting information for internal knowledge transfer, training & for customer self service. But there is something inherently different about these articles!
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Related Article: How decision tree driven interactive guides are best suited for troubleshooting?
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The more comprehensive a troubleshooting article (or “troubleshooting guide”) gets – the harder it is to read. The use of If, then, Skip to step#, together with detailed instructions make the whole article intimidating for customers, drastically reducing its use for self service. If you keep the article simple for readability – by covering only the basic scenarios and leaving out all the intricacies – it would hardly help resolve anybody’s issue.
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Related Article: How call center agents use interactive guides instead of call scripts to assist customers in troubleshooting their problems?
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Interactive Guides offer a solution that is well suited for troubleshooting:
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  • Knowledge is created as multimedia flowcharts.
  • Customers traverse these guides one step at a time through a simple interactive interface.
  • You publish these guides your support portal.
  • These guides may be integrated with your CRM/Ticketing systems.
  • Users can escalate issues into your CRM/Helpdesk while traversing an interactive guide.
  • Agents (handling such tickets) see the trajectory traversed by customers in such tickets.
  • Derive powerful insights from traversal analytics of customers.

    • [/list]
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